Complaints
Registering
We take complaints seriously and use them as a way to learn and to improve our services. We aim to resolve all your issues as quickly as possible but occasionally, complex investigations may take a little longer.
If you have a complaint we certainly want to hear about it and resolve it for you as quickly as possible.
Here at WEHBE Insured, we aim to provide a professional and comprehensive service to all our customers but there maybe a time where our services fall short of your expectations. In such instance, we would like you to contact us and let us know where we went wrong.
We are committed to delivering a high-quality professional service which maintains prompt responsiveness to the concerns and needs of the client. Our approach to any complaint is to provide you the assurance that your concerns are treated seriously and that they are addressed promptly, fairly, with total transparency and are resolved in full compliance with our regulatory obligations.
We classify a complaint as any oral or written expression of dissatisfaction from anyone whether you are an existing customer, a potential customer or a representative acting on behalf of an organisation.
You can submit a complaint through any of these channels
Our Complaints Handling Process.
From the moment we receive your complaint we will record it and provide you with a unique complaint reference number that you can use for any future correspondence to us within one working day
We aim to resolve all complaints within 5 working days however, where we cannot resolve your complaint within this timeframe we will write to you and advise you. We expect that all complaints should be resolved within 15 working days but if we require more time then we will write to you to confirm that we’re still investigating.
Once we complete our investigation, we will write to you with our findings and response. We will close the complaint if we do not hear from you within 3 working days from us contacting you.
If you are unsatisfied with our response, we will escalate it to the executive management and inform you of this decision within 10 working days from the date of escalation
If you are still unsatisfied with the escalated response, then you can refer the matter to the Insurance Authority who regulate and supervise the insurance sector in the UAE.
To escalate a medical insurance complaint for the Emirate of Dubai, you can contact the DHA using this iPROMes link and for medical complaints falling under the Emirate of Abu Dhabi you can contact Health Authority of Abu Dhabi
Click to view our Customer Complaints Policy
Click to view our Customer Complaints Flowchart